Cancellation Policy for Travellers

Aurora & Locals
Operated by Premier Tours ehf.

Effective Date: August 16, 2026
Last Updated: August 16, 2026

Our Philosophy

We understand that plans change. Life is unpredictable — and so is travel.

At Aurora & Locals, we aim to be fair to both our travellers and our local hosts. Our cancellation policy is designed to protect your flexibility while respecting the livelihoods of the small, independent hosts who prepare and reserve their time for you.

1. Standard Cancellation Policy

The following applies to all experiences booked through Aurora & Locals, unless otherwise stated in the individual listing:

All cancellation timeframes are calculated based on the local time of the experience location (Iceland/GMT).

2. How to Cancel

To cancel a booking:

1. Log into your Aurora & Locals account

2. Go to My Bookings

3. Select the booking you wish to cancel

4. Click "Request Cancellation"

5. You will receive a confirmation email with your refund details

Alternatively, you may contact us directly:

• Email: [bookings@auroraandlocals.is]

Important: Cancellations are only effective once you receive written confirmation from Aurora & Locals. Verbal or informal requests are not accepted.

3. Refund Processing

4. Why We Have This Policy

Behind every experience on Aurora & Locals is a real person — a local guide, a family, a small business.

When you book, they prepare. They block their calendar. They turn away other guests. They ready equipment, plan routes, and arrange logistics — often days or weeks in advance.

A late cancellation doesn't just mean a lost booking for them. It means lost income they cannot recover.

Our tiered policy balances your flexibility with their livelihood. The earlier you cancel, the more time they have to fill your spot — and the more we can refund you.

5. Flexible Cancellation Experiences

Some hosts offer enhanced flexibility. Look for the "Flexible Cancellation" badge on listings, which means:

Flexible Cancellation is set by individual hosts and clearly marked on the listing before you book.

6. Weather & Safety Cancellations

Iceland's weather is powerful and unpredictable. Safety always comes first.

6.1. If Your Host Cancels Due to Weather or Safety

If your experience is cancelled by the host due to:

• Severe weather (storms, high winds, heavy snow)

• Unsafe road conditions

• Volcanic activity or natural hazards

• Government-issued travel warnings

You will receive:

• A full 100% refund, or

• A free rebooking to an alternative date (subject to availability)

No admin fees apply. You are fully protected.

6.2. If Weather Reduces the Experience (But Doesn't Cancel It)

The aurora borealis is a natural phenomenon. Sightings cannot be guaranteed. If your experience goes ahead but the aurora is not visible due to cloud cover or low solar activity:

• No refund is provided — the experience (transport, guiding, locations) was still delivered

• Many of our hosts offer a complimentary rebooking or second-chance opportunity — check your listing for details

6.3. If You Cancel Due to Weather Concerns

If the host has not cancelled the experience but you choose not to attend due to your own weather concerns:

• Standard cancellation policy applies (Section 1)

• We recommend contacting your host first — they may offer a date change at no cost

7. Medical & Emergency Cancellations

We understand that emergencies happen. If you need to cancel due to:

• Sudden illness or injury

• Hospitalisation

• Bereavement of an immediate family member

• Flight cancellation by your airline (not voluntary change)

Please contact us immediately with supporting documentation. We will review on a case-by-case basis and may offer:

• A full or partial refund outside the standard policy

• A credit to your Aurora & Locals account

• A free date change

Documentation required: Medical certificate, hospital records, death certificate, airline cancellation confirmation (as applicable).

We handle all medical/emergency cases with compassion and discretion.

8. Group Bookings

For group bookings (6+ guests):

Partial Group Cancellations

If individual members of your group cancel but the booking proceeds:

• You may reduce the group size up to 14 days before the experience

• The refund for removed guests follows the standard policy timeline

• Minimum participant requirements (if any) must still be met

9. Multi-Day Experience Cancellations

For multi-day packages and itineraries:

Early Departure

If you begin a multi-day experience but choose to leave early:

• No refund is provided for unused days

• The host is not obligated to provide partial compensation

• Travel insurance is strongly recommended for multi-day bookings

10. Modifications & Date Changes

10.1. Changing Your Date

Want to reschedule instead of cancel? We encourage it.

• Date changes requested 15+ days before the experience: Free (subject to host availability)

• Date changes requested 7–14 days before: May incur a small rebooking fee (up to 10%)

• Date changes requested less than 7 days before: Treated as a cancellation + new booking

10.2. Changing Experience Details

Minor changes (e.g., adding a guest, updating dietary requirements) can be made free of charge by contacting us or your host directly.

Major changes (e.g., upgrading to a different experience, changing location) are treated as a cancellation and new booking.

11. Non-Refundable Bookings

Certain experiences are marked as "Non-Refundable" at the time of booking. These include:

• Last-minute deals and flash sales

• Peak-season limited-availability experiences

• Bespoke/custom-built private experiences

• Experiences where the host has incurred non-recoverable costs (e.g., helicopter charters, private yacht bookings)

Non-refundable status is clearly displayed before you complete your booking. By proceeding, you acknowledge and accept the no-refund terms.

12. Travel Insurance

We strongly recommend that all travellers purchase comprehensive travel insurance before visiting Iceland or booking experiences. Your insurance should cover:

• Trip cancellation and interruption

• Medical emergencies and evacuation

• Personal belongings and equipment

• Flight delays and missed connections

• Weather-related disruptions

Aurora & Locals is not a substitute for travel insurance. Our cancellation policy does not cover losses beyond the cost of the booked experience (e.g., flights, accommodation, other travel arrangements).

13. Chargebacks & Disputes

If you dispute a charge with your bank or credit card company without first contacting Aurora & Locals:

• We reserve the right to suspend your account pending investigation

• Fraudulent chargebacks may result in permanent account termination

• We maintain detailed booking and communication records for dispute resolution

Please contact us first. We are committed to resolving issues fairly and quickly — a chargeback should be a last resort, not a first step.

14. Our Cancellation Guarantee to You

If Aurora & Locals or the host cancels your experience for any reason within our control, you will always receive:

• A full 100% refund to your original payment method, or

• A credit to your Aurora & Locals account (with 10% bonus value), or

• A free rebooking to an equivalent experience

No questions asked. No fine print. That's our promise.

15. Contact Us

For cancellations, modifications, or questions about this policy:

Aurora & Locals (Premier Tours ehf.)

• Email: [bookings@auroraandlocals.is]

• Website: [www.auroraandlocals.is]

• Icelandic Tourist Board License: 461223-1680

• Kennitala: 4612231680

This Cancellation Policy is governed by Icelandic law and forms part of the Aurora & Locals Terms of Service.